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Families of individuals with certain disabilities have expressed frustration following recent changes to the eligibility criteria for ride access passes at several major theme parks in the UK. Merlin Entertainments, the operator behind popular destinations such as Alton Towers in Staffordshire and Thorpe Park in Surrey, announced that from the February half-term, conditions like autism, ADHD, and anxiety would no longer qualify for the disability queuing system due to increased demand for these passes.
The updated policy has sparked criticism for seemingly disadvantaging those with hidden disabilities. The ride access pass previously allowed guests with difficulties managing crowded spaces to use a virtual queue system, enabling them to wait outside busy lines and thus reduce their waiting times. Merlin Entertainments, however, insists on its dedication to supporting neurodivergent visitors and individuals with mental health challenges, stating that they are attentively considering public feedback and will continue reviewing their approach prior to the start of the main season in March.
Personal accounts from families underline the emotional impact of the change. Terri, a mother from Stoke-on-Trent, shared her concerns about how the new rules affect her five-year-old autistic son, Jasper. Having regularly visited Alton Towers’ CBeebies Land, Jasper was particularly excited to experience the new Bluey ride. However, Terri worries about the risk that Jasper’s sensory overload could lead to outbursts in crowded queues, which could provoke negative reactions from other visitors. She explained, “We wouldn’t be able to go to Alton Towers because we couldn’t run the risk of big queues.” The removal of eligibility for the ride access pass, which had greatly aided their visits in the past, has left her feeling upset and as though hidden disabilities are being unfairly penalised.
Others have voiced similar feelings. Emma Camp, from Wolverhampton, who suffers anxiety in busy environments, described feeling excluded by the new criteria. She stated, “I felt not included any more, and I don’t want to stop going to the place that I love going to, but I may have to. It definitely made me feel angry.” Emma also criticized the alternative provisions like sensory rooms and quiet spaces since leaving a queue to use these spaces undermines their usefulness. Hannah, from Yorkshire, highlighted the experience of her autistic son Eren, a passionate theme park enthusiast who enjoys rollercoasters but struggles with distress caused by noisy and crowded queues. For Hannah, the rule changes have brought both disappointment and anger.
In response to the concerns raised, Merlin Entertainments’ chief operating officer, Rob Smith, explained that customer feedback indicated the previous system was no longer effective due to higher demand. He emphasized that the company is carefully reviewing the new eligibility rules and remains deeply committed to inclusive experiences. Smith highlighted that the company is actively listening to feedback and is dedicated to ensuring all guests feel supported when visiting their attractions
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